Guest Relations Manager

3 weeks ago

Auckland, Auckland, New Zealand Pullman Hotels & Resorts Full time
Company Description

Join us at Accor and Pullman Auckland, where life pulses with passion

As a pioneer in the art of responsible hospitality, the Accor Group gathers more than 45 brands, 5,600 hotels, 10,000 restaurants, and lifestyle destinations in 110 countries. While each brand has its own personality, they all share a common ambition: to keep innovating and challenging the status-quo.

By joining us, you will become a Heartist, because hospitality is, first and foremost, a work of heart.

You will join a caring environment and a team where you can be all you are. You will be in a supportive place to grow and pursue career opportunities, in your hotel or in other hospitality environments, in your country or anywhere in the world

Everything you will do with us, regardless of your profession, will offer a deep sense of meaning, to create lasting, memorable and impactful experiences for your customers, for your colleagues and for the planet.

At Pullman Auckland, we see the familiar differently, delivering pioneering experiences blending innovative work and event spaces with vibrant social atmosphere for business, leisure and local guests.

Our service promise, 'Progress Together, Anytime, Anywhere,' empowers us to embrace others' progress as our own by seeking opportunities, connecting with meaning and making an impact.

Job Description

The Guest Relations Manager is key to driving positive guest satisfaction and ensuring the hotel's continued progress in improving the guest experience. You thrive when given the freedom to create a personalised and authentic connection with guests from the reservation, arrival and through to departure. A resourceful problem solver, you remove the worry for our guests by discovering and delivering on guest needs prior to arrival. Working in harmony with Heartists, you inspire teams to be curious and adaptable to guest needs so we can exceed their expectations.

Role Foundations
  1. Develop strong relationships with guests pre-arrival
  2. Liaise with other departments on guest experience
  3. Encourage and train Heartists to upsell/cross-sell
  4. Meet departmental targets
  5. Complete reporting on guest complaints and feedback
  6. Oversee and assess Heartist guest service
  7. Arrange and prepare pre-arrival briefing packs for Heartists
  8. Initiate and coordinate new projects to enhance the overall guest experience
This is a Full Time Position, 40 hours per week, Annual Salary of $70,000, plus incredible Global Benefits

Qualifications

Key Skills:
  1. Clear and effective communication skills
  2. Multitasking and time management
  3. Strong attention to detail
  4. Teamwork and ability to work independently
  5. Proven ability to build and develop guest relationships
  6. Prior experience working with Opera Cloud or a related system
  7. First Aid Certificate
  8. At least three years in the hospitality industry
  9. At least two years' experience in a Supervisory role in Front Office or Guest Relations within a hotel environment
Additional Information

Why join Pullman Auckland?
Our People + Culture

We hire for personality, train for skill. A personality that reflects our brand character and embodies the progressive, inclusive, optimistic spirit of our muse.
  1. We seek opportunities
  2. We connect with meaning
  3. We make a positive impact
We also believe in rewarding your achievements with a range of exciting employee benefits and programs.

Just To Name a Few
  1. Learn your Way - Access to our Accor Academy so you can Earn while you Learn
  2. Incredible Accor Heartist Benefits - including discounted Food & Beverage + Accommodation Worldwide
  3. Daily staff meals provided while on duty
  4. Accor's Parental Leave Scheme
  5. Ongoing reward and recognition incentives
  6. Opportunities for further development and worldwide career progression within Accor
Our Commitment To Diversity & Inclusion

We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
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